Appalling Service & blatant disregard for customers

It's exactly 9 days since I emailed my grievances (17th August) to Virgin Active, although there was an initial response within 48 hours from Century City , a meeting arranged for the 21st of August and subsequently cancelled by Virgin Active Century City due to an emergency and I was asked me to give a new date and time (25th August @ 06h00) which I did and no response. I then showed up at the gym this morning for the meeting at 06h00 and no one knew about it or could have a meeting. Today is the 25th, I had communicated the new appointment date and time on the 20th of August, with all due respect , that was 5 days ago without response to date. It's inexcusable to tell me that maybe they have not seen my email yet as I was told this morning.

Any sensible organisation when it receives a customer complaint , it drops everything and prioritizes it ensuring their best to resolve the complaint to customer's satisfaction as soon as is humanly possible , at least that's my logic and experience ; now we are talking 9 days later without a solution or intent. This to me is a blatant display of Virgin Active's culture and attitude towards their customers which does not surprise me as I have experienced this before. Then you wonder why people are leaving your gym and joining smaller gyms that understand customer service, that without customers they have no business. I don't know what Virgin Active's values are, however to date you have displayed an attitude that goes against everything that should be at the heartbeat of every business, customer service. Employees's attitude reflects the inherent culture of an organisation.

It's a tragedy that a big organisation like Virgin Active can't comprehend a simple business fundamental, that without a customer you have no business at all. Often big organisations focus and rely on their big brand and large resources and often lose sight of delivering good customer service under the illusion that their brand does everything for them. Unfortunately you have fallen into that trap of complacency , no amount of money or resources can ever replace good customer service. At a critical time when our country and the world is facing difficult economic crisis and the pandemic, businesses closing their doors as a result you would think that striving for customer service should be at the core of Virgin Active's priorities in order to keep their doors open.